MailStore Outlook Add-in Troubleshooting

The Outlook Add-in is not Visible

Problem: Although the installation of MailStore's Outlook Add-in was successful, it is not displayed in Outlook.

Solution: This can happen due to various reasons:

• First of all check if the MailStore Outlook Add-In is in the list of available toolbars and that the Web toolbar is available.
• Secondly check the security settings for macros. A high security level, may prevent add-ins from being executed.
• Another reason is a corrupt Outlook profile. Try to create a new profile and see if the MailStore Outlook Add-in is displayed there.

Outlook is not responding

Affected MailStore Outlook Add-in > 5.0

Problem: Opening the MailStore archive by using the MailStore Outlook Add-in, leads into an unresponsive Outlook.

Solution: Usually one of the following reasons are responsible for this problem:

• If the MailStore Server is unreachable it may take up to 60 seconds until the error message occurs. In that case wait for the error message and reconfigure the connection settings of the MailStore Outlook Add-in if necessary. Adjusting the firewall settings may also be necessary.

• If an error occurred and the error message lost the focus (e.g. by clicking into the area outside of the message box), there is no way to put the message box into the foreground any more. In that case you will need to kill the Outlook.exe process by using the Windows task manager.

Error: A connection with the server could not be established

Affected: MailStore Outlook Add-in >= 5.0

Problem: The MailStore Outlook Add-in is unable to connect to the MailStore Server. Instead an error message pop-up occurs saying "A connection with the server could not be established".

Solution: If you are sure that MailStore's WebAccess/Outlook Add-in is properly configured in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool, this error is often caused by missing firewall settings on the system where MailStore Server is installed.

Make sure the ports configured in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool are accessible from your network. By default those ports are 8461 for unencrypted HTTP traffic and 8462 for SSL encrypted HTTPS traffic. MailStore Server Service Configuration (V6) is able to configure the Window firewall itself.

If you are using any other firewall software than the build-in Windows firewall, please refer to the documentation of your firewall product to find out how to open individual ports.

If you do not want to configure the Windows firewall via the graphical user interface available under the Windows control panel, the following commands can be executed from the Windows command-line shell (cmd.exe) on the MailStore Server system to open the required firewall ports:

Windows XP / Windows 2003

• Add firewall rules:

netsh firewall add portopening name="MailStore Web Access HTTP" protocol=TCP port=8461 mode=ENABLE scope=ALL profile=ALL
netsh firewall add portopening name="MailStore Web Access HTTPS" protocol=TCP port=8462 mode=ENABLE scope=ALL profile=ALL

• Delete firewall rules:

netsh firewall del portopening protocol=TCP port=8461 profile=ALL
netsh firewall del portopening protocol=TCP port=8462 profile=ALL

Windows Vista and above / Windows 2008 and above

• Add firewall rules:

netsh advfirewall firewall add rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461 profile=ANY action=ALLOW
netsh advfirewall firewall add rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462 profile=ANY action=ALLOW

• Delete firewall rules:

netsh advfirewall firewall del rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461  profile=ANY
netsh advfirewall firewall del rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462  profile=ANY

Notice: If you make any changes to the default port settings in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool, you need to make sure that your firewall settings are changed accordingly. It may be required to delete the original firewall rule and recreate a new one with changed parameters. MailStore Server Service Configuration (V6) is able to configure the Window firewall itself.

Error: Unable to integrate MailStore Server

Affected: MailStore Outlook Add-In > 5.0

Problem: Accessing the archive with MailStore Outlook Add-in raises an error message after a few seconds, which says "Unable to integrate MailStore Server".

Solution: Executing scripts fails due to changes made to the security settings of the Internet Explorer. Please proceed as follows:

• Close Outlook.
• Open Internet Explorer.
• In the Tools menu click on Internet Options.
• Switch to the Security tab.
• Select the security zone where your MailStore Server resides. In most cases this is "Local intranet".
• Click on "Custom level...".
• Under the Scripting section enable the Active scripting option.
• Close Internet Explorer
• Start Outlook

The MailStore Outlook Add-in should be able to connect successfully to your MailStore Server now.

Windows Authentication Fails

Affected: MailStore Outlook Add-In > 5.0

Problem: Windows authentication fails with version 5 of the MailStore Outlook add-in.

Solution: Authentication may fail due to changes made to the security settings of the Internet Explorer. Please proceed as follows:

• Close Outlook.
• Open Internet Explorer.
• In the Tools menu click on Internet Options.
• Switch to the Advanced tab.
• Under the Security section enable the Enable Integrated Windows Authentication option.
• Restart Internet Explorer
• Start Outlook
• In the Tools menu click on Options..
• Switch to the MailStore tab and click on the Clear Cached Credentials button.
• Close the dialogue window and try to connect to the MailStore server again using Windows authentication.

Error: The operation has been canceled due to restrictions in effect on this computer

Affected: MailStore Outlook Add-In > 5.0

Problem: While trying to access the archive, the error message "The operation has been canceled due to restrictions in effect on this computer" appears. The error report may also contain the following message: "MailStore is unable to open a web page in Microsoft Outlook. The most common reason is functionality blocked by group policies. Error code: WAIT_FOR_HWND_TIMEOUT".

Solution: The problem can be caused by uninstalling Google Chrome or Mozilla Firefox while set as default web browser. To resolve the problem, follow these steps:

• Open Regedit in order to modify your system registration.
• Browse to HKEY_CURRENT_USER\Software\Classes\.html
• Right click the value for the .html key and select Modify
• Change the value from ChromeHTML to htmlfile (or from FireFoxHTML to htmlfile)
• Repeat these steps for .htm and .shtml keys if they exist. You may also want to check the .xhtml and .xhtm keys.

The Outlook Add-in Remains Available After Uninstalling MailStore Client

Affected: MailStore Outlook Add-In < 5.0

Problem: MailStore Client was uninstalled successfully but the MailStore Outlook Add-in still remains available. MailStore Client can no longer be found in "Add/Remove Programs" so it cannot be uninstalled again.

Solution: This may happen if Microsoft Outlook was running while MailStore Client was uninstalled. To fully remove the MailStore's Outlook Add-in, please proceed as follows:

• Close Microsoft Outlook.
• Start the command line shell (cmd.exe)
• Type in the following command and press return to execute:

  regsvr32 /U "%Programfiles%\deepinvent\MailStore Client\MailStoreOutlookAddin.dll"

• The MailStore Outlook Add-in has been removed from Microsoft Outlook
• The directory "%programfiles%\deepinvent" can now be deleted from disk safely in order to remove all footprints of MailStore. Do not remove the directory if you still have MailStore Server installed on that machine.

A connection with the server could not be established

Problem: The web-browser is unable to connect to MailStore Web Access. Instead, an error message occurs saying something similar to "A connection with the server could not be established".

Solution: If you are sure that MailStore's WebAccess/Outlook Add-in is properly configured in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6), this error is often caused by missing firewall settings on the system where MailStore Server is installed.

Make sure the ports configured in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6) tool are accessible from your network. By default those ports are 8461 for unencrypted HTTP traffic and 8462 for SSL encrypted HTTPS traffic. MailStore Server Service Configuration (V6) is able to configure the Windows firewall itself.

If you are using any other firewall software than the built-in Windows firewall, please refer to the documentation of your firewall product to find out how to open individual ports.

If you do not want to configure the Windows firewall via the graphical user interface available under the Windows control panel, the following commands can be executed from the Windows command-line shell (cmd.exe) on the MailStore Server system to open the required firewall ports:

Windows XP / Windows 2003

• Add firewall rules:

netsh firewall add portopening name="MailStore Web Access HTTP" protocol=TCP port=8461 mode=ENABLE scope=ALL profile=ALL
netsh firewall add portopening name="MailStore Web Access HTTPS" protocol=TCP port=8462 mode=ENABLE scope=ALL profile=ALL

• Delete firewall rules:

netsh firewall del portopening protocol=TCP port=8461 profile=ALL
netsh firewall del portopening protocol=TCP port=8462 profile=ALL

Windows Vista and above / Windows 2008 and above

• Add firewall rules:

netsh advfirewall firewall add rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461 profile=ANY action=ALLOW
netsh advfirewall firewall add rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462 profile=ANY action=ALLOW

• Delete firewall rules:

netsh advfirewall firewall del rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461  profile=ANY
netsh advfirewall firewall del rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462  profile=ANY

Notice: If you make any changes to the default port settings in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6) tool, you need to make sure that your firewall settings are changed accordingly. It may be required to delete the original firewall rule and recreate a new one with changed parameters. MailStore Server Service Configuration (V6) is able to configure the Windows firewall itself.

Windows Authentication Fails

Problem: Windows authentication fails when trying to login to MailStore Web Access.

Solution: Authentication may fail due to changes made to the security settings of the Internet Explorer. Please proceed as follows:

• Open Internet Explorer.
• In the Tools menu click on Internet Options.
• Switch to the Advanced tab.
• Under the Security section select the Enable Integrated Windows Authentication option.
• Restart Internet Explorer

Windows Authentication (Single Sign-On) does not work properly when using an HTTP Proxy

Using an HTTP proxy in your company can cause problems with Windows authentication (single sign-on). To avoid such problems, please make sure that users can bypass the proxy while accessing MailStore Web Access.

To set up a bypass of the HTTP proxy in Internet Explorer, please proceed as follows:

• Open the Tools menu and click on Internet Options.
• Open the Connections tab .
• Click on LAN settings.
• In the Proxy Server section, click on Advanced.
• Add the IP address or hostname (depending on the configuration of the MailStore Web Access) to the list Exceptions.
• Close all opened windows by clicking on OK.

Attachments Cannot be Downloaded via MaiStore Web Access Using Internet Explorer

Affected: MailStore Server < 5.0

Problem: When using Internet Explorer, attachments cannot be downloaded via MailStore Web Access using an SSL secured HTTPS connection.

Solution: This is caused by an error in Internet Explorer. Please refer to Microsoft Knowledge Base article 323308 which explains the necessary changes that need to be made to the registry in Internet Explorer 5 and 6.

For Internet Explorer 7 and 8 (not covered by the knowledge-base article from Microsoft) the following registry key must be modified in order to resolve the problem:

• Start the Registry Editor regedit.exe and navigate to:

 HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings

• Change the value of BypassSSLNoCacheCheck to Dword:00000001.

Error Message: MAPI Component is Missing

Problem: When clicking on Open in Outlook in MailStore Web Access, you receive an error message saying MAPI is missing.

Solution: In order to use the Open in Outlook feature in MailStore Web Access, a library called "MAPI" has to be installed on the system where MailStore Server is installed.

MAPI already comes with Exchange Server 2003 or earlier and with Microsoft Outlook. If one of those products is already installed on the system where MailStore Server is installed, no action is required.

If this is not the case, you will need to download "Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1" from the Microsoft website and install it on the computer where MailStore Server is installed. We provide a shortcut to the MAPI download website via http://www.mailstore.com/?mapi.

UK Date Format Not Working Correctly

Affected: MailStore Server < 6.0

Problem: Although MailStore Web Access or MailStore Outlook Add-in is set to English (United Kingdom) for displaying date and time values, the UK format is not being used in the advanced search page.

Solution: There is an updated MailStoreWeb.dat available for MailStore Server 5.2. Please replace the original MailStoreWeb.dat in your MailStore Server's program directory with the updated one and restart the MailStore Server service afterwards.

Important notice: Use the updated file ONLY for MailStore Server 5.2.